Senior Customer Success Manager, LATAM (Account Management)

Own strategic customer relationships while leading cross-functional activation, upsell, cross-sell, renewal, and churn-prevention initiatives. Design scalable playbooks, health models, lifecycle programs, and customer feedback loops.

Responsibilities

• Own and grow strategic customer accounts.
• Run executive business reviews, map stakeholders, and drive multi-product adoption.
• Identify upsell and cross-sell opportunities and build expansion plans.
• Forecast growth, identify risks, and orchestrate cross-functional resolutions.
• Design lifecycle programs, health scoring, churn predictors, adoption dashboards, and intervention playbooks.
• Run measurable outbound engagement experiments.
• Represent customer feedback to Product and influence roadmap priorities.
• Partner with Product and Data to define success metrics, run betas, and enable feature adoption.
• Create account plans, success plans, value reviews, guides, playbooks, and templates.

Requirements

• Track record of achieving retention, expansion, and adoption targets.
• 8–10+ years of Customer Success or Account Management experience with strategic mid-market or enterprise accounts.
• Experience with web3, crypto, fintech, and payments customers, including stablecoins, wallets, card programs, AML/KYB, and API-driven products.
• Experience designing lifecycle programs, activation experiments, and customer health models.
• Strong analytics skills, data-tool fluency, AI skills, and dashboard-building experience.
• Strong executive communication skills, including MBRs and QBRs.
• Builder mindset with experience creating frameworks.
• Fluency in English and Spanish.